Remote handset in foreign country get's no audio on Cloud Hosted system

[gbrown100]

Hi,

I have a system running in uk OVH deployed via PBXExpress, latest production release of V16. I have 5 phones connected and registered using Direct SIP Stun in the UK and they operate without issue, they are a mixture of T19PE2 and Fanvil X3S

They have an employee in Thailand. He purchased a brand new T21P E2 and I configured using Direct SIP Stun. It worked for a week or so and then stopped delivering audio. He would not hear the ringing or anyone answer, the other end would simply hear silence once they answered the call.

In the end I sent out an RPI with SBC installed, once connected I had him reset the phone and it re-provisioned to connect via the SBC but to my surprise I see exactly the same issues. A smartphone with the app on it works just fine via his broadband.

I did a packet capture and the audio playback does hear the ringing and the other end answer / hang up on both legs of the call.

Do you think this is a faulty phone? I can't think of anything else this can be.

Thanks

Graham

 

[leejor]

If it works with the App, and assume the App is set to use the 3CX Tunnel, which the SBC should also be using, then I don't understand the SBC not working. Have you successfully run the 3CX Firewall checker on the 3CX install? There may be some missing ports.

It worked for a week or so and then stopped delivering audio.

Was the remote router ever reset/restarted, to see if it started working again?

 

[cobaltit]

Any chance the handset cord is in the wrong port? Can the user try it on speakerphone? Try the echo test extension?

 

[gbrown100]

Thanks for the ideas, I had tried the Speakerphone and it was the same. Extension, router, SBC etc all restarted and no difference. I too have no idea, the softphone works so a phone on an SBC should too. I assume something is duff with the Yealink.